TECHNICAL SKILLS:

Software: Microsoft Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word, Outlook) Microsoft Office 365; Microsoft Windows Operating Systems 2000, XP, Vista, Windows 7, Windows 8, Windows 10; Apple; Norton Ghost; RFID; Dart; BMC Remedy; Kace; Cisco Call Agent; installing drivers; Splitware; SharePoint; basic HTML, blogs, and wikis; basic understanding of database and SQL

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; BlackBerry configuration; Handheld Dolphin

Networking: General networking experience (running cables, troubleshooting connections, activating ports)

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, phone, and in person)

PROFESSIONAL EXPERIENCE:

Confidential

Call Center Agent

Responsibilities:

• Managed several different queues and rectified technical incident tickets for numerous users via Kace ticketing system completing around fifty daily.
• Used Cisco call Agent and web inbox to manage incoming calls and voicemails rectifying client’s technical issues internally handling several various certification programs offered.
• Created incident tickets within Kace to record clients phone call incidents that were rectified or to escalate the incident to the subject matter expert.

Confidential

Pc Technician

Responsibilities:

• Daily completing one floor a day with a team install and set - up various workstations and patients’ rooms with equipment such as Hp monitors, keyboards, mouse and fujistu scanners all while cable managing every cord using Velcro strips, spiral cord, and arm bar plates.
• Ensuring they were properly out of the way of patients’ and examiner inspectors sight.

Confidential

Laptop Technician

Responsibilities:

• Repair at least ten laptops daily using PC doctor thumb drive to test the hardware and replace anything that’s damaged ranging from the Confidential to the touchpad, then retesting the laptop to make sure the repair was successful.
• Successfully set up new-hire workstations daily by mapping their printers to their desktop, enabling use of their webcam, installing drivers and making sure they were connected to the network. Printing out a configuration page to ensure set-up was correct.

Confidential, Washington, DC

IT Supply and Procurement

Responsibilities:

• Manage and apply RFID stickers to Cisco routers daily ensuring they are placed correctly completing at least 275 a week in order for the network team to configure them for each users needing one.
• Assure that the warehouse team use a Iphone scanner to pick-up the Cisco routers and phones assuring proper quantities and specifications to guarantee excellent shipping and delivery for an ongoing half of million dollar Soho Cisco project.
• Mastered inputting data in Excel spreadsheets and users work orders using BMC Remedy daily for at least twenty users a day printing out the spreadsheet and make sure the warehouse carrier signs and receives a copy saving it all in my log book.
• Cooperate with Voice service team daily ensuring they get the proper spreadsheet of users names to configure Cisco phones in order to be picked up and delivered with the Cisco routers.
• Record inventory every month using the Iphone scanner to scan multiple routers, computers, monitors, and laptops then download and proctran my proceedings to the main database.
• Frequently check and RFID laptops at the Randolph and Knox cages in order for them to be ready for deployment.
• Accurately trained my new assistant on process of using a Iphone scanner in order to complete the require task for the Cisco project. Also the procedures with receiving and sending out the routers which all has been successuful.

Confidential, Arlington, VA

Produce Food Clerk

Responsibilities:

• Manage and assist with re-stocking produce department; ensuring all the tables was full with fresh fruit and the wet-side with fresh vegetables.
• Greeted numerous customers daily with a friendly personality and assisting them as needed.
• Successfully wash and cut numerous fresh vegetables and fruit for the wet-side.

Confidential, Arlington, VA

Inventory Support Technician

Responsibilities:

• Day to day with a handheld scanner I energetically scanned and applied RFID stickers all Confidential assets assuring that each scan is logged in the system and that the CD and RFID number correspond with the actual number on the stickers completing about 300 hundred a day.
• Occasionally installed CD stickers using a handheld Dolphin to new Confidential assets or previously assets that had old CD stickers that’s out of date or went missing.
• Sporadically used a handheld dolphin to verify Confidential owner of assets and assure it is in the correct location daily for about two weeks.
• Properly Trained new-hire on process of using a handheld Dolphin in order to complete the require task for the RFID project and also the steps needed to apply a RFID sticker to an asset correctly using a handheld scanner.

Confidential, Vienna, VA

Cashier

Responsibilities:

• Successfully checked out numerous customers daily, while giving excellent customer service skills ensuring each customer was satisfied.
• Managed six different registers at self-checkout daily, ensuring each customer properly checked out their items and happily assisted them if help was needed.
• Assisted in unloading the inventory truck when the backroom team was short various times.
• Managed and assisted with re- stocking carts in the lobby, parking lot and helping customers with their groceries when there was no cart pusher on duty.
• Trained new co-workers adequately within one months of being hired each time Confidential hired a new front end cashier.

Confidential, McLean, VA

Desktop Support Distributor (Intern)

Responsibilities:

• Executed managing and installing over 422 monitors to support a tech refresh for Multifamily ensuring the monitors was replaced and working for each individual in one month.
• Installed various docking stations, printers, monitors daily providing great customer service to all users.
• Took inventory of monitors, docking stations, and printers for each user getting moved assuring their equipment is uninstalled and moved from its old location to its new location accurately and installed properly during Moves.
• Successfully created service tickets using Dart when needed in order to install, return, and pick-up equipment.
• Installed HP Ricoh printers daily for users enabling them to print, copy, and fax any work if they needed to do so.
• Helped to create pilots of old monitors, laptops, docking stations, and printers picked up and produce department ensuring I used the proper procedures when doing so about twice a week from users daily in order for them to be shipped out and disposed of properly
• Successfully trained three new interns teaching them basic hardware and software installs, moves, and changes daily for about three weeks before completing my internship

Confidential, West Hyattsville, MD

Overnight Stock Clerk

Responsibilities:

• Managed to handle 2600 packages of inventory daily from unloading the truck to stocking the shelves.